Service Desk Platform Analyst

🔥 12 hours ago

🇮🇹 Italy – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Forwood Safety

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

💼 Consulting

🏗️ Construction

🏥 Healthcare

Consulting • Construction • Healthcare

Forwood Safety is a leading global provider of safety and risk management solutions, committed to eliminating fatalities and serious injuries in the workplace. With over 15 years of experience, Forwood collaborates with companies worldwide, operating at over 800 sites in 60 countries, to implement their Critical Risk Management (CRM) system. Their comprehensive solutions include tools for safety compliance, risk management, and critical controls, designed to meet global standards and ensure optimal safety performance across various industries, such as mining, construction, and energy. Forwood's products, such as CRM+, Safety+, and Risk+, offer innovative ways to monitor and manage critical risks and compliance, leveraging technology like AI for monitoring unsafe behaviors. Forwood Safety is recognized for their track record in safety and fatality prevention and their depth of expertise in high-risk industries.

📋 Description

• Provide clear first-line application support via the Intercom Inbox • Manage the ticket queue and prioritize tasks according to SLAs • Document incident lifecycles for internal handovers and shift continuity • Identify recurring customer friction points and code behavior trends • Audit content gaps using Intercom Content Gap Suggestions and AI-powered recommendations • Rewrite, restructure, and optimize Help Centre articles for Intercom Fin AI Agent consumption • Build Custom Answers and multi-step workflows using Intercom Procedures • Maintain escalation guidance and structured policies for smooth human handoffs • Monitor the Fin AI Agent Dashboard and analyze low CX Score interactions • Execute weekly optimization loops to improve automated ticket resolution rates

🎯 Requirements

• Direct hands-on experience maintaining Help Centres, building Workflows, or managing AI Agent configurations in Intercom or a similar platform • Demonstrable ability to examine unstructured chat transcripts, identify system logic flaws, and convert data trends into operational adjustments • Exceptional cognitive agility and a record of mastering complex software ecosystems quickly • Flawless spoken and written English • Fluency in at least one additional language • Availability to support 24/7 rotating shifts • Ability to work in Italy

🏖️ Benefits

• 12-month structured career progression • Transition into a specialist AI Optimisation role after Month 6 • Remote work arrangement